Application Refactoring
Genpact wanted an internal ServiceNow development center of excellence that let professional developers and business users build applications faster, but it needed governance, curated AI access, and a review model that prevented citizen development from turning into shadow IT.
Reported impact
Genpact empowered 850+ citizen developers, now launches two new App Engine applications per month, delivered 25 AI-enabled use cases across a workforce of 140,000+ people, and shortened development from weeks of IT handoffs to end-of-week working prototypes without expanding its resource footprint.
Genpact built an internal development platform on ServiceNow App Engine and the ServiceNow AI Platform, then wrapped it in a governance layer before scaling it to hundreds of business users. App Engine gives both developers and non-developers a low-code and no-code runtime for new applications, while ServiceNow Otto converts a natural-language description of a business problem into an application skeleton with playbooks, process flows, code components, and catalog items. A delivery tower, governance framework, curated access to ServiceNow AI models and approved third-party LLMs, and production review checkpoints make sure prototypes become governed applications instead of shadow IT. The same internal platform now serves as Genpact's demonstrator for client work, so the company's ServiceNow practice, citizen developer community, and responsible AI controls can be reused as proof points in external engagements.
A business user describes a problem in natural language, ServiceNow Otto turns it into an App Engine skeleton with playbooks, process flows, code components, and catalog items, and the builder refines it before the application passes governance review for production. Curated access to ServiceNow AI models and approved third-party LLMs supplies the AI layer that citizen developers use on the ServiceNow AI Platform.
Genpact is developing two new applications every month, built on App Engine.
The platform converts that description into an application skeleton: playbooks, process flows, code components, catalog items.
Twenty-five use cases have been delivered ... across a workforce of 140,000+ people in many countries.
Using ServiceNow Otto, an employee with a business process problem writes a description in natural language.
a governance framework, a delivery tower, curated access to both ServiceNow's own AI models and approved third-party LLMs, and a review process
build a center of excellence to manage ServiceNow development internally, give both professional developers and business users access to modern tools, including ServiceNow App Engine for low-code and no-code application development
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Scoring methodology
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Traceability
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